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For Constant Contact (a subsidiary of Endurance) , the second largest website hosting provider, delayed incident response can put its customers’ businesses at risk of losing revenue and leads. Learn how Contact Contact integrated xMatters into multiple ITOps and DevOps tools, including Nagios, New Relic, Splunk, and HipChat, to unify its incident management process across various teams. See how Constant Contacts’s toolchain increases command center visibility, while automating alerting and escalation paging, to enable incident response that is 10x faster than before.

3.
About Constant Contact
Awe-inspiring templates. Easy-to-use
editor. Powerful list-building tools.
Expert advice and live support. Constant
Contact delivers everything you need to
connect with customers, grow your
business, and watch big-time results
pour in—in real time. So pop some
popcorn. It doesn't get more fun than
that.
Every day we challenge ourselves to find
new ways to deliver on the promise of
Endurance’s mission: help small
businesses navigate the promise, power,
and potential of the web.
We make email marketing easier,
faster, and, well, funner.

4.
About Constant Contact
My current team in Constant Contact consists of 8 people but is a part of a larger
Tech Ops team of 50. In total, there are approx. 3,500 Endurance IT team
members spread out across the globe.
3500
in IT
8
People
in Current
Team
50
in Tec Ops

5.
About Endurance
• A Global Family of Brands, Built to
(Em)power.
• From website hosting and design
to email marketing, our brands
deliver the tools and support that
small business owners need to
fuel their online presence and
reach customers everywhere.

6.
GoRuck
Endurance Events
ALWAYS A TEAM EVENT,
NEVER A RACE.
Based on Special Forces
training, your class is led
from start to finish by a
Special Forces Cadre.
His job is to test your limits,
push you beyond them, and
build your class into a team.
There are no cash prizes at
the finish. All you earn is a
2x3 inch patch and the
respect of everyone to your
left and right.

10.
Accountability
• Process was well adopted within
Ops but there was a definite
struggle amongst development.
• There were no “on-call” schedules
set in dev ,which left open a lot of
single points of failure.
• Establishing a post mortem
ceremony was key in ensuring issues
did not happen again.

11.
CAPA Bad companies
are destroyed by
crisis, Good
companies
survive them,
Great companies
are improved by
them.
- Andrew Grove, Intel
“
“
CAPA (Corrective and
Preventative Actions) items
were established to hold
teams accountable and really
step back and further
locate our “weak” points

12.
Why xMatters?
• Choosing xMatters suited this
maturity journey we were on.
• Not only did xMatters allow us to
create a customized two-way
integration with Nagios but
xMatters also has product maturity,
• The huge push for mobile
functionality was fantastic and really
well received across our
organization.
• Usability - the UI was simple and
intuitive.